Applications

Sprint sells key systems that offer numerous features and options that can support a wide range of applications - from the most basic to the highly sophisticated - for both voice and data. Listed below are several of the most common key systems applications, with case studies for each example that can benefit your small business.

Integrated Voicemail
Automatic Call Distribution (ACD)
Computer Telephony Integration (CTI)
Conference Calling

Integrated Voicemail

What is it?

Integrated voicemail is a computerized voice messaging system. Each employee can be assigned a mailbox that receives private messages.

What is an example?

Euphoria Salons and Day Spas, which operates seven salons and two day spas in Nevada, is one of the fastest growing salon consolidators and day spa owners in the United States. However, rapid growth put a strain on the company's business telecommunications system, and threatened that growth.

At Euphoria, the stylists, manicurist, facialists and other beauty technicians work as independent contractors. They rely on Euphoria to provide them with skilled receptionists to handle front desk customer service and appointment scheduling. When Euphoria began to expand, the old telecommunications system could not handle the increased volume of calls. Customers calling into the salons were spending too much time on hold, or their calls were not being answered at all.

Sprint sold Euphoria a key system equipped with integrated voicemail to solve this problem. This system enabled the technicians to have a phone and voicemail at their individual stations. The Auto Attendant system allows customers to dial an extension to reach their stylist directly without using a receptionist; customers can then book an appointment or leave a voicemail message. This improved contact between customers and stylists increased customer satisfaction, sales and productivity at Euphoria.

Automatic Call Distribution (ACD)

What is it?

ACD is a tool that automatically switches incoming calls to the next available telephone in the ACD group. This service will increase employee productivity, customer satisfaction and revenue for a small business.

What is an example?

A small insurance agency has 10 representatives processing all of its incoming calls from customers. However, first a receptionist must answer the telephone and route the call. The volume of calls led to customers spending significant time on hold. Their calls also were often dropped or routed to the wrong agent.

With a key system, this insurance company eliminated the receptionist bottleneck by using ACD to route incoming calls to the next available representative. Now, if a customer needs to speak with a specific representative, the call can be transferred to any agent in the designated work group, or it can be sent to voicemail (see Integrated Voicemail case study for more details). This eliminates customer complaints about time spent on hold and dropped calls. With more customers reaching representatives, sales (and revenue) should increase.

Computer Telephony Integration (CTI)

What is it?

CTI is a technology that integrates telephone services into a computer to achieve greater productivity. This allows the user of a digital telephone system to use a variety of advanced features. A key system that is equipped with Caller ID and CTI will notify your computer of an incoming call. CTI then provides users with a screen pop on their computer screen that announces who is calling and displays any data that is stored about that customer.

The user can run software that provides an electronic customer profile, speed dialing and other telephony features from the computer via the PC's serial port. Where caller ID is available, pop-up screens access and display a client's record as the call comes in, and incoming call numbers may be viewed on the station set LCD. Some KSUs hold up to 1,000 caller names/numbers that can be scrolled through on the station set and entered into speed-dialing directories. Caller ID data can also be printed on SMDR reports.

What is an example?

A specialty catalogue company catering to the interests of rock-climbing enthusiasts was seeing increased demand for their products. They wanted to maintain their reputation for superior personalized customer service while they expanded their operating hours and staff size. In the past, customer service representatives dealt with the same clients on a regular basis, but now the number of both clients and representatives was increasing, making this system highly impractical.

The company decided to use CTI to continue to provide high quality service while also growing the business. Now when a customer calls to order equipment, the caller ID system communicates the telephone number of the incoming call to the central server. If a customer has called from this phone number in the past, the server pulls up the customer's purchasing behaviors. This allows representatives to suggest add-ons and sale items that might interest customers.

Customer service representatives are also encouraged to interview callers about their satisfaction level with the products they have already purchased. If a customer is unhappy or dissatisfied with the product, the representative works with them to resolve any issues. In this way, the company takes a proactive approach to customer service and conveys a sense of commitment to its customers.

Conference Calling

What is it?

Conference calling is a method for remaining in contact with clients, vendors, suppliers or business colleagues in distant locations without leaving the office. This increases employee productivity and eliminates the time and expense of travel.

What is an example?

A small consulting company with offices in three states was looking for an efficient and low-cost way to conduct weekly management meetings. Individuals in all three offices needed to attend in order to discuss upcoming projects and seek advice on pressing issues. Conference calling provided the best solution, letting the three offices, as well as any employees that might be traveling, conduct meetings efficiently.